I have a similar issue to this one, where the Time to Respond SLA is configured to stop on "Comment: For Customers" but sometimes it does not stop but most of the time it does stop.
I am the assignee and a customer is the Reporter. Also, other customers and coworkers are the Request Participants.
When I comment "Share with Customer" it is not stopping the Time to First Response timer.
Any ideas what other JIRA "subtleties" may be causing this?
For Jira Service Desk project I was in both the 'Service Desk Team' project group and the 'Service Desk Customer' project group. Because I was a 'customer' it did not recognise my comment as being a first response to the customer. Once I removed myself from the 'Service Desk Customer' project group the Comment: For Customer SLA started working for me.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events